MailStore Outlook Add-in Troubleshooting

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Important Notice. This page is probably outdated and will be removed soon. All troubleshooting content is now available in the knowledgebase of our Customer Service Centers.

The Outlook Add-in is not Visible

Problem: Although the installation of MailStore's Outlook Add-in was successful, it is not displayed in Outlook.

Solution: This can happen due to various reasons:

  • First of all check if the MailStore Outlook Add-In is in the list of available toolbars and that the Web toolbar is available.
  • Secondly check the security settings for macros. A high security level, may prevent add-ins from being executed.
  • Another reason is a corrupt Outlook profile. Try to create a new profile and see if the MailStore Outlook Add-in is displayed there.

Outlook is not responding

Problem: Opening the MailStore archive by using the MailStore Outlook Add-in, leads into an unresponsive Outlook.

Solution: Usually one of the following reasons are responsible for this problem:

  • If the MailStore Server is unreachable it may take up to 60 seconds until the error message occurs. In that case wait for the error message and reconfigure the connection settings of the MailStore Outlook Add-in if necessary. Adjusting the firewall settings may also be necessary.
  • If an error occurred and the error message lost the focus (e.g. by clicking into the area outside of the message box), there is no way to put the message box into the foreground any more. In that case you will need to kill the Outlook.exe process by using the Windows task manager.

Error: A connection with the server could not be established

Problem: The MailStore Outlook Add-in is unable to connect to the MailStore Server. Instead an error message pop-up occurs saying "A connection with the server could not be established".

Solution: If you are sure that MailStore's WebAccess/Outlook Add-in is properly configured in the MailStore Base Configuration (V5) / MailStore Server Service Configuration (V6) tool, this error is often caused by missing firewall settings on the system where MailStore Server is installed.

Make sure the ports configured in the MailStore Base Configuration (V5) / MailStore Server Service Configuration (V6) tool are accessible from your network. By default those ports are 8461 for unencrypted HTTP traffic and 8462 for SSL encrypted HTTPS traffic. MailStore Server Service Configuration (V6) is able to configure the Window firewall itself.

If you are using any other firewall software than the build-in Windows firewall, please refer to the documentation of your firewall product to find out how to open individual ports.

If you do not want to configure the Windows firewall via the graphical user interface available under the Windows control panel, the following commands can be executed from the Windows command-line shell (cmd.exe) on the MailStore Server system to open the required firewall ports:

Windows XP / Windows 2003

  • Add firewall rules:
netsh firewall add portopening name="MailStore Web Access HTTP" protocol=TCP port=8461 mode=ENABLE scope=ALL profile=ALL
netsh firewall add portopening name="MailStore Web Access HTTPS" protocol=TCP port=8462 mode=ENABLE scope=ALL profile=ALL
  • Delete firewall rules:
netsh firewall del portopening protocol=TCP port=8461 profile=ALL
netsh firewall del portopening protocol=TCP port=8462 profile=ALL

Windows Vista and above / Windows 2008 and above

  • Add firewall rules:
netsh advfirewall firewall add rule name="MailStore Web Access HTTP" dir=IN protocol=TCP localport=8461 profile=ANY action=ALLOW
netsh advfirewall firewall add rule name="MailStore Web Access HTTPS" dir=IN protocol=TCP localport=8462 profile=ANY action=ALLOW
  • Delete firewall rules:
netsh advfirewall firewall del rule name="MailStore Web Access HTTP" dir=IN protocol=TCP localport=8461  profile=ANY
netsh advfirewall firewall del rule name="MailStore Web Access HTTPS" dir=IN protocol=TCP localport=8462  profile=ANY

Notice: If you make any changes to the default port settings in the MailStore Base Configuration (V5) / MailStore Server Service Configuration (V6) tool, you need to make sure that your firewall settings are changed accordingly. It may be required to delete the original firewall rule and recreate a new one with changed parameters. MailStore Server Service Configuration (V6) is able to configure the Window firewall itself.

Error: Unable to integrate MailStore Server

Problem: Accessing the archive with MailStore Outlook Add-in raises an error message after a few seconds, which says "Unable to integrate MailStore Server".

Solution: Executing scripts fails due to changes made to the security settings of the Internet Explorer. Please proceed as follows:

  • Close Outlook.
  • Open Internet Explorer.
  • In the Tools menu click on Internet Options.
  • Switch to the Security tab.
  • Select the security zone where your MailStore Server resides. In most cases this is "Local intranet".
  • Click on "Custom level...".
  • Under the Scripting section enable the Active scripting option.
  • Close Internet Explorer
  • Start Outlook

The MailStore Outlook Add-in should be able to connect successfully to your MailStore Server now.

Windows Authentication Fails

Problem: Windows authentication fails with version 5 of the MailStore Outlook add-in.

Solution: Authentication may fail due to changes made to the security settings of the Internet Explorer. Please proceed as follows:

  • Close Outlook.
  • Open Internet Explorer.
  • In the Tools menu click on Internet Options.
  • Switch to the Advanced tab.
  • Under the Security section enable the Enable Integrated Windows Authentication option.
  • Restart Internet Explorer
  • Start Outlook
  • In the Tools menu click on Options..
  • Switch to the MailStore tab and click on the Clear Cached Credentials button.
  • Close the dialogue window and try to connect to the MailStore server again using Windows authentication.

Wrong SSL Certificate is used by MailStore Web Access

Affected: MailStore Server < 7.0.8

Problem: Changes to the certificate settings in the MailStore Server Service Configuration are not becoming effective. Therefore old certificates may still be used unsuspectingly by MailStore Web Access.

Solution: Until MailStore Server 7.0.8, certificate bindings were not removed automatically from the Windows HTTP service. This may lead to situations where old settings are still effective when changing IP addresses/ports and certificates at the same time. To resolve this issue you have to delete the certificate bindings manually.

Windows XP, 2003

The program httpcfg.exe that is part of the SP2 Support Tools is required.

First create a list of current SSL certificate bindings by executing the following command:

 httpcfg query ssl

Search the list for IP address and port combinations used by MailStore Server that you want to delete.

Delete those bindings with the following command:

 httpcfg delete ssl -i IP:PORT -h HASH

IP, PORT and HASH values need to match the output of the first command.

Windows Vista, 2008 and newer

First create a list of current SSL certificate bindings by executing the following command:


 netsh http show sslcert

Search the list for IP address and port combinations used by MailStore Server that you want to delete.

Delete those bindings with the following command:

 netsh http delete sslcert ipport=IP:PORT

IP, PORT and HASH values need to match the output of the first command.

Error: The remote server returned an error: (400) Bad Request.

Problem: Windows authentication fails with error message The remote server returned an error: (400) Bad Request. although Standard-Authentication is working properly for that users.

Solution: If the Windows-User is member of many Active Directory groups, his Kerberos Security-Token becomes bigger than supported by the HTTP server (http.sys) default settings under Windows 2003.

The following registry keys under HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\HTTP\Parameters on the MailStore Server machine require adjustment:

  • MaxFieldLength
    Default value: 16384
    Valid value range: 64 - 65534 (64k - 2) bytes
    Registry key function: Sets an upper limit for each header. See MaxRequestBytes. This limit translates to approximately 32k characters for a URL.
  • MaxRequestBytes
    Default value: 16384
    Valid value range: 256 - 16777216 (16MB) bytes
    Registry key function: Determines the upper limit for the total size of the Request line and the headers. Its default setting is 16KB. If this value is lower than MaxFieldLength, the MaxFieldLength value is adjusted.

Please visit http://support.microsoft.com/kb/820129/en-us for more important information about changing http.sys related registry keys.

Error: The operation has been canceled due to restrictions in effect on this computer

Problem: While trying to access the archive, the error message "The operation has been canceled due to restrictions in effect on this computer" appears. The error report may also contain the following message: "MailStore is unable to open a web page in Microsoft Outlook. The most common reason is functionality blocked by group policies. Error code: WAIT_FOR_HWND_TIMEOUT".

Solution: The problem can be caused by uninstalling Google Chrome or Mozilla Firefox while set as default web browser. To resolve the problem, follow these steps:

  • Open Regedit in order to modify your system registration.
  • Browse to HKEY_CURRENT_USER\Software\Classes\.html
  • Right click the value for the .html key and select Modify
  • Change the value from ChromeHTML to htmlfile (or from FireFoxHTML to htmlfile)
  • Repeat these steps for .htm and .shtml keys if they exist. You may also want to check the .xhtml and .xhtm keys.

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About MailStore


  • MailStore Server is one of the leading email archiving solutions for SMB.
  • For private use there is a free tool for email archiving furthermore: MailStore Home.